Agenda item
ADMIN STRATEGY UPDATE
The Board will receive a presentation on this item at the meeting.
Minutes:
The Pensions Manager and the Governance & Risk Advisor addressed the Board and gave them a presentation regarding the APF Administration Strategy & New Operating Model. A copy of the presentation will be attached as an online appendix to these minutes and a summary is set out below.
New Admin Strategy 2022
• New strategy introduced to Pension Board March 22
• Included in service plan taken to Committee in March 22
• Part of concept is to maximise digital services and achieve greater focus on workloads
• Create new posts & career grades
Operating Model Concept and High Level Structure Chart
The new Digital Services Team will support end to end processes - Two thirds of employers are now submitting online returns or IConnect extracts.
This will enable officers within the Member Services team to focus on specific critical cases (eg retirements/deaths/transfers).
Officers are working with consultants currently to develop the new posts. Discussions will take place in the future with the Human Resources team with regard to the grading of the new posts.
The aim is to deliver the project over three phases and conclude by April 2023. Where possible certain elements will be put in place ahead of this date.
• Set up temporary Member Contact Team (June 2022)
o 2 members of staff to triage emails and encourage use of My Pension Online
• Review functionality of My Pension Online (October 2022)
o Explore the use of a portal
o New starters to receive activation key to My Pension Online as standard
• Analysis of workload & resources (June 2022)
Project Plan – Phase 2
• Expand Customer Contact Team (December 2022)
o Team Leader has been appointed on a secondment basis.
o 2 members of staff to move across in October, making 5 in total
• Iconnect Project
o Rollout of document portal to all existing employers (December 2022)
o Rollout of Iconnect to non IC employers (April 2023)
• Set up Iconnect Processing Team
o Aim is to process cases to end status eg deferred, refund, aggregation (January 2023)
o Use of bulk processes where possible (January 2023)
Project Plan – Phase 3
• Consultation & Implementation of new operating model
o Review, write and approve new Job Descriptions (December 2022)
o Consultation Exercise with staff (begin in January 2023)
o Review all processes and workflows across Teams (April 2023)
o Update Administration Strategy (April 2023)
The Pensions Manager stated that alongside this project, officers are still trying to manage business as usual. He added that it had been good to receive external support for this work and that he was hopeful that career pathways with differing grade levels could be set within certain posts.
Steve Harman asked if training would be provided to existing staff to ensure that they have the technical expertise to carry out their roles.
The Governance & Risk Advisor replied that it would be and is within the project plan. She added that officers were working with Heywood to have training in place for new officers to understand the range of functionality within My Pension Online.
Alison Wyatt asked if there was a structured appraisal system in place for staff.
The Governance & Risk Advisor replied that annual reviews are held as well as 1-2-1 meetings on a monthly basis where performance and personal objectives are discussed.
Alison Wyatt asked if there was a particular profile of the employers who were not engaged with the Iconnect system.
The Pensions Manager replied that in general these were employers that only have a handful of members such as Town / Parish Councils, admitted bodies and some small colleges.
Alison Wyatt asked if officers were able support those employers to come online.
The Pensions Manager replied that training and support is available to onboard employers. He added though that it was important to the Fund to receive this information digitally and therefore fines would be issued to employers if necessary.
The Governance & Risk Advisor said that there is a dedicated Iconnect Team in place and acknowledged that some employers might not have enough resources in place. She added that if employers change their payroll provider, this can be a factor.
The Chair commented that the process does rely on employers giving data in good time. He asked how assertive can the service be with employers to make sure we receive the information on time.
The Member Services Manager replied that engagement with employers does take place. She added that when employers do change payroll providers they do not always consider how that will impact on the pensions process.
The Governance & Risk Advisor said that they have historically provided guidance to employers on this matter. She added that changes in personnel within an employer can also be a factor.
Alison Wyatt asked what happens if an employer decides to take payroll responsibilities in house.
The Governance & Risk Advisor replied that they have the same obligation to provide the data.
The Chair asked if the data received is measured for accuracy.
The Governance & Risk Advisor replied that a monthly verification process takes place.
Helen Ball commented that it appeared to be a large group of small organisations that are causing an awful lot of work for the officers. She asked if there were any measures that could be taken to remove them from the scheme.
The Governance & Risk Advisor replied that they could not be removed as if they are scheduled or admitted body employers they have a right to be part of the scheme.
Tony Whitlock asked how many members were currently actively using My Pension Online.
The Pensions Manager replied that he believed that this was around 30% of members.
The Governance & Risk Advisor added that as part of the new process all new members will be set up with a My Pension Online account.
The Chair thanked both officers for their presentation on behalf of the Board.